Policies

Service Fee:

Any services provided by a Cloud Nine Pet Retreat staff member, which were the responsibility of the pet owner before arriving at the retreat, shall incur a $50.00 service fee in addition to any transportation fees and vet charges. These services include, but are not limited to: Transportation to a vet for vaccines, obtaining required vaccine records and/or rabies certificates, retrieval of extra food and/or medication specific to the pet's needs, etc. This policy is due to an increasing number of customers failing to provide all required records/items at the time of drop off which greatly slows the speed of check-ins and is unfair to the customers who may be waiting.

Changes to reservations:

This policy will be in effect during our summer season (one week before Memorial Day through the week following Labor Day), and one week before, through one week following all major holidays (Thanksgiving, Christmas, New Year's, and Easter). Any changes to a scheduled reservation that result in the reservation being canceled or shortened on either end, does require a 48-hour notice from 9 AM on the date of check-in. Failure to give the required notice will result in the customer being charged for the original scheduled reservation in its entirety. This policy is to help accommodate those customers on our waiting list.

Holiday pick-ups & drop-offs:

Our office will be closed to the public on all major holidays (New Year's Day, Easter Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, & Christmas). Drop off or pick up on a major holiday will incur an additional $100.00 fee per pet. Scheduling a drop-off or pick-up on a holiday is only possible if, and only if, office staff and suites are available. Payment of the fee for a holiday pick-up or drop-off will be due along with the deposit at the time of scheduling the reservation.

Personal Items:

Due to limited storage space, we will permit pet owners to provide only three personal items per pet in addition to any medication and food for daily feedings. The three personal items should include 1 toy, 1 bed or blanket, and 1 container of treats. Any additional items brought will be sent home with the pet owner (please note that food and water bowls are provided by the Retreat, excluding slow-feeder bowls).  Please make sure each item brought from home is labeled with the pet's name. * Any unlabeled belongings may very well get mixed up in the laundry or play yards.*

Effective 1/1/17:

There will be a 3-night minimum on any and all reservations during our summer season (one week before Memorial Day through the week following Labor Day), and one week before, through one week following all major holidays (Thanksgiving, Christmas, New Year's Day, and Easter).